Return and Refund Policy
Effective Date: June 1, 2024
Overview
Memento Mori Labs LLC strives to provide the highest quality products. If you are not fully satisfied with your purchase, we’re here to help.
Refunds & Replacements
Any claims for misprinted/damaged/defective items must be submitted within 30 days of receiving the product.
For packages lost in transit, all claims must be submitted no later than 30 days after the estimated delivery date.
Claims deemed an error on our part are covered at our expense and are either replaced or fully refunded.
If you notice an issue with the products or anything in the order that seems to be out of place, contact our customer support team at care@mementomorilabs.com and send a photograph along with a brief explanation of the problem.
Non-Returnable Items: Due to food safety regulations, all ingestible products from Memento Mori Labs are non-returnable. This is to ensure the highest level of safety for our customers.
Damaged or Defective Items: If your item arrives damaged or defective, you may request a refund or replacement. Please contact our customer support team at care@mementomorilabs.com within 30 days of receiving your order. Include a photograph of the damaged or defective item along with a brief description of the issue.
Refund Process: If your refund request is approved, a credit will be automatically applied to your original payment method within a few business days.
Replacement Process: If your replacement request is approved, we will process and ship a new order to you within 3 business days.
Contact Information: For any questions or concerns about your order, please contact our customer support team at care@mementomorilabs.com.
Replacement/Refund Exemptions
- Wrong Address: If you provide an address that is considered insufficient by the courier, the shipment will be returned to our facility. You will be liable for reshipment costs once we have confirmed an updated address with you (if and as applicable).
- Unclaimed: Shipments that go unclaimed are returned to our facility, and you will be liable for the cost of a reshipment to yourself (if and as applicable).
- Buyer's Remorse: Contact us before returning any products. We do not refund orders for buyer’s remorse. Returns for products or exchange of a product are to be offered at your expense and discretion.
- Rejected by Customs: If a package is returned due to customs rejection, we will not issue a refund.
- Product Created but Not Yet Shipped: In case you wish to cancel the order while it is still in the status "Accepted", but the product has already been prepared by the fulfillment team, we will not be able to cancel and refund the order.
Late or Missing Refunds
If you haven’t received a refund yet, first check your Memento Mori Labs profile as our system refunds with store credits instead of cash.
If you particularly requested a cash refund, then contact your credit card company; it may take some time before your refund is officially posted.
Next, contact your bank - there is often some processing time before a refund is posted.
If you’ve done all of this and still have not received your refund, please get in touch with our customer support team for assistance at care@mementomorilabs.com.
Thank you for choosing Memento Mori Labs. We are committed to providing you with the highest quality products and exceptional customer service.
Contact Us
For any questions or inquiries, please reach out to us at:
Memento Mori Labs LLC
447 Broadway, 2nd Floor Suite #2695,
New York, New York 10013, United States
Email: care@mementomorilabs.com
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